20 day rolling average of incidents / requests per business day

[Nickels]

I have been asked for a report and I am not exactly sure how to approach it and make it happen.   My CIO would like to report on backlog for the service teams individually as well as for the entire IT group as a whole.

He would like to see a 20-day rolling average of Total Current Backlog Snapshot / 20-Day Rolling Average of (incidents + requests) per business day.

I looked at the custom chart called Incident backlog and think this may be a starting point, but am not completely sure.

Any advice would be greatly appreciated.

Thanks

-Chris

[tdf]

The proper response is that this is something that you'd ideally accomplish with Performance Analytics. However, you can do it without. You're exactly right on heading towards custom charts.   You'll be doing quite a bit of scripting to achieve, but you can get there.   First thing you want to do is take a look at the generator as documented under http://wiki.servicenow.com/index.php?title=Custom_Chart_Data_Generation .   Once you have that figured out and have it generating data, you can create the appropriate renderer.  

Another alternative I've seen is to make a custom table that you record your daily values in and then write a simple scheduled job that populates the table with data every night.   To get to your actual BR you'd make a simple report that charts that custom table for a relative date of 20 days.   In reality it's pretty much the same thing as the custom chart is but might actually be a bit simpler because custom chart has a lot more capabilities and as a result another level of complexity.  

Hope that helps,

-tim

[Nickels]

Thank you for the response.   I think I will explore your 2nd option a little bit more and see where that leads me.

[Jace Benson]

You should be able to do this without custom tables by using the things mentioned here;

Snapshot, Trend, Count, Point-in-Time Reporting